Effects of Relationship Marketing on Satisfaction, Retention, and Prices in the Life Insurance Industry
研究了人寿保险行业中关系营销策略对客户满意度、留存率和价格的影响，发现关系营销能提升满意度与留存率，但可能推高价格。
Lawrence A. Crosby, Nancy Stephens, Effects of Relationship Marketing on Satisfaction, Retention, and Prices in the Life Insurance Industry, Journal of Marketing Research, Vol. 24, No. 4 (Nov., 1987), pp. 404-411